市場調查報告書
商品編碼
1125294
全球聯絡中心即服務市場規模研究,按產品,按組織規模,按最終用途行業,按地區預測 2022-2028Global Contact Center as a Service Market Size study, By Offering, By Organization Size, By End Use Industry, and Regional Forecasts 2022-2028 |
CCaaS(聯絡中心即服務)是一種基於雲的客戶體驗解決方案。
CCaas 使公司能夠利用聯絡中心供應商提供的軟件。 CCaas 模式允許公司只購買他們需要的技術,從而減少對內部 IT 支持的需求。全球雲服務市場的擴張、基於 API 的聯絡中心的日益普及以及主要市場參與者的戰略舉措是加速全球市場需求的因素。例如,據 Statista- 估計,2019 年全球雲服務市場規模為 1521.1 億美元,2021 年進一步增至 1721.1 億美元。此外,主要市場參與者正在推出新的創新解決方案,以利用對 CCaaS(聯絡中心即服務)解決方案不斷增長的需求。例如,2022 年 3 月,谷歌宣布了新的“谷歌雲聯絡中心 AI 平台”。新平台將為聯絡中心提供開箱即用的端到端解決方案,具有人工智能、雲可擴展性、多體驗功能和 CRM 集成。此外,2022 年 7 月,微軟宣布了其新的數字聯絡中心平台。這個新的數字聯絡中心平台結合了來自各種產品的語音、視頻和聊天服務,包括 Dynamics 365、Microsoft Teams、Azure 和 Nuance AI。此外,在預測期內,遠程工作的上升趨勢和各個行業的日益數字化預計將成為市場需求的驅動因素。然而,對與 CCAS 相關的數據洩露和高部署成本的擔憂日益增加,這阻礙了 2022-2028 年預測期內的市場增長。
在全球 CCaaS(聯絡中心即服務)市場研究中考慮的主要地區包括亞太地區、北美、歐洲、拉丁美洲和世界其他地區。由於越來越多地採用基於雲的服務和主要參與者的存在,就市場份額而言,北美已成為全球主要地區。另一方面,預計亞太地區在 2022-2028 年的預測期內將出現顯著增長。工業自動化的蓬勃發展、電子商務領域的增長等因素為亞太地區的全球聯絡中心即服務 (CCaaS) 市場創造了豐厚的增長前景。
本報告中包括的主要市場進入者是:
本研究的目的是確定近年來各個細分市場和國家/地區的市場規模,並預測未來八年的價值。本報告旨在捕捉所研究的每個地區和國家的行業的定性和定量方面。此外,它還提供了有關關鍵方面的詳細信息,例如定義市場未來增長的驅動因素和挑戰。此外,報告還應詳細分析主要參與者的競爭格局和產品供應,以及微觀市場中可供利益相關者投資的機會。市場的詳細細分和子細分如下所述。
通過提供
解決方案
服務
按組織規模
大企業
中小企業
按最終用戶行業
BFSI
IT/通信
政府機構
媒體和娛樂
醫療保健
按地區
北美
美國
加拿大
歐洲
英國
德國
法國
西班牙
意大利
其他歐洲
亞太地區
中國
印度
日本
澳大利亞
韓國
其他亞太地區
拉丁美洲
巴西
墨西哥
世界其他地方
此外,本研究考慮的年份是:
過去幾年 - 2018 年、2019 年、2020 年
2021 年基準年
預測期 - 2022-2028
“全球聯絡中心即服務 (CCaaS) 市場”市場研究的目標受眾
主要諮詢公司和顧問
大公司、中型公司、中小企業
風險投資
增值經銷商 (VAR)
第三方知識提供者
投資銀行家
投資者
Global Contact Center as a Service (CCaaS) Market is valued approximately USD XX million in 2021 and is anticipated to grow with a healthy growth rate of more than XX % over the forecast period 2022-2028.
The Contact Center as a Service (CCaaS) refers to Cloud based customer experience solutions. CCaas enables companies to utilize a contact center vendor's software. The CCaas model allows business to purchase only the technology they need, which reduces the need for internal IT support. The growing cloud services market worldwide, and rising adoption of API based contact centers as well as strategic initiatives from leading market players are factors that are accelerating the global market demand. For instance, according to Statista - in 2019, the global market for cloud services was estimated at USD 152.11 billion, and it further increased to USD 172.11 billion in 2021. Furthermore, leading market players are coming up with new innovative solutions to leverage the growing demand for Contact Center as a Service (CCaaS) solutions. For instance, in March 2022, Google launched its new Google Cloud Contact Center AI Platform. This new platform offers an out-of-box, end-to-end solution for the contact center and brings together AI, cloud scalability, multi-experience capabilities and CRM integrations. Moreover, in July 2022, Microsoft launched its new Digital Contact Center Platform. This new Digital Contact Center Platform combines audio, video, and chat services from a range of products, such as Dynamics 365, Microsoft Teams, Azure, and Nuance AI. Also, growing emergence of remote working trend coupled with rising digitalization across different industries are anticipated to act as a catalyzing factor for the market demand during the forecast period. However, rising concern over data breaches and high deployment cost associated with CCAS impede the growth of the market over the forecast period of 2022-2028.
The key regions considered for the global Contact Center as a Service (CCaaS) Market study include Asia Pacific, North America, Europe, Latin America, and the Rest of the World. North America is the leading region across the world in terms of market share owing to the growing adoption of cloud-based services and presence of leading market players in the region. Whereas, Asia Pacific is anticipated to exhibit a significant growth rate over the forecast period 2022-2028. Factors such as the thriving growth of industrial automation as well as growing e-commerce sector, would create lucrative growth prospects for the global Contact Center as a Service (CCaaS) Market across the Asia Pacific region.
Major market players included in this report are:
AT&T Inc.
Cisco Systems
Microsoft Corporation
Accenture LLP
Amazon.com Inc. (AWS)
IBM Corporation
Alphabet Inc. (Google Corporation)
Unify Inc.
Five9, Inc.
Avaya, Inc.
The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:
By Offering
Solutions
Services
By Organization Size
Large Enterprise
SME's
By End Use Industry
BFSI
IT and Telecommunications
Government
Media and Entertainment
Healthcare
By Region:
North America
U.S.
Canada
Europe
UK
Germany
France
Spain
Italy
ROE
Asia Pacific
China
India
Japan
Australia
South Korea
RoAPAC
Latin America
Brazil
Mexico
Rest of the World
Furthermore, years considered for the study are as follows:
Historical year - 2018, 2019, 2020
Base year - 2021
Forecast period - 2022 to 2028
Target Audience of the Global Contact Center as a Service (CCaaS) Market in Market Study:
Key Consulting Companies & Advisors
Large, medium-sized, and small enterprises
Venture capitalists
Value-Added Resellers (VARs)
Third-party knowledge providers
Investment bankers
Investors
List of figures